Confirmation of fees free charity cards

Overdrawn_&_Underpaid

Just to add to the confusion, I've just rung the RBS call centre (as there was no number that I could find on the charitycard website) and the man told me there was a 2% fee (maximum £50) on the Macmillan card. He didn't say anything about the promotional period.

Perhaps I need to ring again and question this. I haven't applied yet... maybe I will and see what happens!

xela_17

I received my Guide Dogs card yesterday and rang up to activate it. Did a BT and the customer service man confirmed there was no fee. Yay!

80934

My Macmillan cancer relief card arrived today and I duly phoned to activate it. I was asked if I wanted to arrange balance transfer and I said yes and was asked to confirm that I was aware of a 2%fee....

The lady was adamant she could do nothing and I had to phone customer services. Another 10 minutes later I was told that no-one knew if the fee would apply or not and that they would send an email to another dept to find out and I would be contacted after the bank holiday weekend.....( I gave the press officer name and the details of this site)

I await developments...... It's a shame they cant seem to get this right.

Jess

Have just spoken to 3 people at HBOS because I spotted in my application papers that there was a 2% balance transfer fee and then came on the MSE website to check it out. Was finally told by someone at HBOS that she thinks there is a fee but is getting a manager to call me to sort it out.

One of the people in card services, who passesd me on to another person, said "There is definitely a fee" then expressed surprise when she called the details up on the screen in front of her because they said no fee. It seems to be complete chaos.

Have looked again on the charity card website and the Summary Box definitely states: 'Balance Transfer Fee: 2% or minimum £2 (on promotional rates except introductory offer) which I took to mean it's 0% on introductory offer. On my Summary Box which I received in the post the bit in brackets is not there.

Will let you know what the manager says if/when he rings.

Nipper78

I think in all honesty, this can't just carry on indefinitely can it, is it even legal? Firstly, they must surely legally clearly state somewhere all fee's, and if theyre charging some people this fee but not others, then that too in itself is also very dodgey.

So to me this needs reporting to someone or a body, organisation, something, and be clarified once and for all, because clearly a FULL briefing by this Alex guy has not been done to the extent it needs to be, to ensure all they're staff are enforcing the correct fees, or rather, no BT fee.

They cant do this, otherwise it opens the gates to staff in call centres simply not being consistent and charging all kinds of people different fees and amounts. Its like a shop without price tags and the till decides the price, its probably illegal or enforceable, and needs sorting.

Martin has done a terriffic job in dealing with this Alex all credit due, it makes him but mostly them look bad, but I think a final more serious, explicit communication is needed here in light of above, stating exactly legally and otherwise what they need to do once and for all. That is clarify more clearly the 0% fee on the site and elsewhere in T&C's, and ensure ALL of theyre staff recieve a FULL briefing to ensure that the correct 0% is enforced, and that they're staff are correct and consistent, and do not charge some people it, but not others.

Tharweb

Nipper78 wrote:

I think in all honesty, this can't just carry on indefinitely can it, is it even legal? Firstly, they must surely legally clearly state somewhere all fee's, and if theyre charging some people this fee but not others, then that too in itself is also very dodgey.

So to me this needs reporting to someone or a body, organisation, something, and be clarified once and for all, because clearly a FULL briefing by this Alex guy has not been done to the extent it needs to be, to ensure all they're staff are enforcing the correct fees, or rather, no BT fee.

They cant do this, otherwise it opens the gates to staff in call centres simply not being consistent and charging all kinds of people different fees and amounts. Its like a shop without price tags and the till decides the price, its probably illegal or enforceable, and needs sorting.

Martin has done a terriffic job in dealing with this Alex all credit due, it makes him but mostly them look bad, but I think a final more serious, explicit communication is needed here in light of above, stating exactly legally and otherwise what they need to do once and for all. That is clarify more clearly the 0% fee on the site and elsewhere in T&C's, and ensure ALL of theyre staff recieve a FULL briefing to ensure that the correct 0% is enforced, and that they're staff are correct and consistent, and do not charge some people it, but not others.

I totally agree with everything you say. They (the credit card companies) shouldn't be allowed to get away with the "we may charge a fee" statement, it's ridiculous. I've applied for the Guide Dogs one as most people seem to say they haven't been charged a fee on that but if they say there is a fee, what comeback do I have "well I saw it on a consumer website that there is no fee" doesn't sound very convincing does it?

Nipper78

Well, Martin wouldnt have decided himself it was a 0% BT, they have obviously stated it and just not trained theyre staff properly. The bottom line is a more senior person has admitted that it is supposed to be a 0% BT and will ensure all staff know this and dont wrongly charge people. Clearly staff havent been put straight because some people are still being charged whilst others not.

It's very dodgey, possibly illegal, but regardless they shouldnt be able to get away with it and it should be put right once and for all, otherwise it opens the gates to wild changes, inconsistencies, variances across the board. They've been afforded a chance to put it right with pleasant communication but its not fully worked, so a more serious note for them to take theyre responsibilities seriously to ensure all staff charge people correctly, is needed.

I think one further communication from Martin as a final more serious note advising there's still a mixture of some being wrongly charged, others not, explain exactly in layments terms what they should have already done and still need to, do a proper briefing across the entire company on this to ensure consistency. Along with a warning it cannot go on, if they still dont get it straight then it should be reported to a more serious body.

Thats more than fair, its taking the mick now, it really is like Tesco's not having prices on their Bread, and staff charging different people different amounts, its not on and should be put right asap, otherwise more people will be wrongly charged, and it opens up inconsistencies and wrong charges across the board.

Tharweb

Nipper78 wrote:

Well, Martin wouldnt have decided himself it was a 0% BT.

I wasn't actually referring to this site, I found out about about the card on Stoozing.com. I realise they (HBOS) must have stated it somewhere but can't find anything to confirm.

Trouble is they're all guilty of this and I am not convinced whether fee free means fee free until I have it confirmed by the CS rep when I apply for a transfer.

Jess

Following on from previous post - no one rang me back (what a surprise) I have now spoken to someone in card services on 0800 3896677 who has assured me that on the Macmillan card there is no fee for balance transfer. He said that some of the charity cards they deal with have a BT fee and others don't. He said there has been total confusion about this with hundreds of calls and a memo has gone round the office now explaining which have the fee and which don't - thanks I am sure to Martin's efforts.

I am now going to send off my form and hope for the best

Minerva69

Jess wrote:

He said there has been total confusion about this with hundreds of calls and a memo has gone round the office now explaining which have the fee and which don't

So are we clear now which cards don't have a fee and which do? I haven't applied yet because I wanted this to be properly sorted it before I did! Has anyone who applied for the NSPCC card been charged a fee? (This is the one I was planning to get).